Head of Trader Experience

Head Of Trader Experience

Summary

The Head of Trader Experience is a strategic senior leadership role responsible for shaping and leading the full spectrum of the trader journey, ensuring that every interaction is best-in-class and aligned with the company's mission to be the most trusted and renowned trading experience in the industry. This role sits at the intersection of operational excellence, customer success, coaching engagement, and brand elevation, ensuring all departments that influence the trader experience are driving performance, innovation, and value.

Working cross-departmentally, this leader will be focused on optimizing and continually refining service delivery, community engagement, trader coaching, and operational processes to provide a consistent, high-impact experience. This role will act as the voice of the trader within the organization; proactively identifying and addressing gaps, benchmarking against competitors, and driving initiatives that continuously improve satisfaction, performance, and loyalty.

Key Responsibilities

• In consultation with the Chief Strategy Officer, develop and lead a comprehensive Trader Experience strategy that directly supports operational effectiveness and elevates the company's brand as the #1 trader-focused firm in the industry.
• Partner cross-departmentally with product, marketing, risk, and support teams to align trader experience goals with overall business strategy.
• Identify new areas of opportunity to improve the trader journey and ensure continued innovation and differentiation in the market.

Operational Oversight

Insights & Competitive Intelligence

Problem Solving & Decision Making

Team Leadership

Required Qualifications and Key Competencies

What Success Looks Like

Company Culture & Perks

New Hire Base Salary Range

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.